One-size-fits-all contact centres are a thing of the past. As customer expectations continue to grow, businesses need access to more flexible solutions that allow them to provide an efficient and personalised CX.  

Modern CCaaS, or “Contact Centre as a Service”, solutions run in the cloud and can leverage deep integrations to connect all your favourite business tools. “More and more applications are running in the cloud and the depth of integration between these is constantly increasing. You can seamlessly integrate your tools into the contact centre and turn it into an experience hub from which you can steer all your enterprise interactions,” says Philipp Beck, CEO from Luware.   

With the right integrations, you can deliver more personalised service, reduce call resolution times, increase customer satisfaction, and enhance business insights.  

The Benefits of Bringing Integrations into the Contact Centre 

CCaaS solutions offer extensive call management and contact centre functionality. Increasingly CCaaS solutions are also merged with Unified Communications platforms like Microsoft Teams and offer a single integrated platform from which you can steer all internal and external communications. 

Robust CCaaS systems also provide extensive analytics for monitoring important contact centre metrics that help you improve your processes. 

But what truly makes CCaaS solutions powerful is the ability to integrate all your business applications. Companies can use integrations to connect their contact centre to: 

  • Customer relationship tools: Connecting the contact centre to the CRM landscape empowers agents with a 360-degree customer view. Agents can automatically see who is calling and provide personal and efficient service. You can then automatically log calls into the CRM to ensure it’s always up to date. And you can even track important information about a customer’s previous purchases and company interactions or use customer data to distribute calls to the relevant service. 
  • Case Management: Integrating your ticketing system into the contact centre can improve service desk efficiency. You can automatically open tickets or create a new one when agents get a service call or quickly create and assign tasks. That way, agents don’t need to hop between systems; they can access everything from one platform.  
  • In-depth analytics: Aggregate reporting data from all your sources, including your contact centre, into one data warehouse. A holistic overview of all data allows you to make better decisions and leads to enhanced business results. 

3 Ways to Leverage Integration in the Contact Centre 

There are a few ways to get started for companies looking to unlock the power of integrations for their contact centre. The right strategy for each business will depend on what they hope to achieve with their contact centre environment. Here are three effective options. 

Choose a Flexible CCaaS Vendor 

The first, and perhaps easiest, option for leveraging integrations in a contact centre is to choose a CCaaS provider with an open and flexible platform. As the communication landscape continues to transform, many CCaaS innovators are giving companies more freedom to add their own functionality with native integrations for market-leading apps.  

A cloud-based CCaaS solution with an open framework can provide companies with quick and straightforward integrations to choose from, arranged into a convenient “app marketplace”. Many top vendors offer pre-existing integrations with CRM solutions, ERP tools, workforce management capabilities, and even service desk technology.  

The benefit of this strategy is that it is straightforward to implement new integrations into the contact centre without much pre-existing technical knowledge. However, companies will need to ensure that the CCaaS vendor they choose already partners with the right companies.  

Certain CCaaS vendors can even help business leaders create new connections between different applications and ecosystems. Alternatively, these companies may work hand-in-hand with developers and other partners to enable integration access.  

APIs and SDKs 

APIs or “Application Programming Interfaces” have become increasingly valuable in the age of integration and flexible contact centres. These tools make it possible for two different platforms to connect with each other seamlessly, often with very little initial setup.  

Companies using cloud-based contact centres can leverage APIs to bring information from a CRM directly into an agent’s dashboard. APIs can also allow for the rapid sharing of data and information across the entire business. While APIs can require a little more developer knowledge to access and use effectively, they give companies more freedom when choosing what they want to connect to their CCaaS platform.  

Crucially, to leverage APIs and “software development kits”, or “SDKs”, businesses will need to ensure they choose a CCaaS vendor with a standards-based, open interface. However, with the right technology, the potential for APIs is limitless. 

Companies can even leverage APIs as part of a combined CPaaS and CCaaS strategy to bring elements of contact centre technology into various applications used by their team members in all aspects of the world. The key is ensuring that the data transferred between applications remains safe and secure at every touchpoint.  

Use a Central Experience Hub 

One of the easiest and most flexible ways to leverage integrations in the contact centre is to access a software solution specially designed to connect different apps. For instance, companies like Luware make use of a Power Automate connector. Their modular contact centre suite, Luware Nimbus allows companies to quickly and easily connect their existing technology stack for seamless end-to-end processes.  

A low-code platform like Power Automate ensures users can rapidly connect different tools and create automated workflows in minutes. With tools like this, businesses can improve agent experience, reduce silos, and integrate tools in no time without relying on excessive coding knowledge.  

There are standard connectors and an intuitive graphic interface built-in to help boost user experience. Plus, updating the entire ecosystem is quick and easy. This means companies don’t have to worry about individually upgrading each application they use or conducting constant firmware checks.  

With so many options available to help companies leverage integrations in the modern contact centre environment, there’s no reason not to have a comprehensive, single-pane-of-glass environment for managing customer experiences.  

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